Please click here or the button at the bottom of the page to submit a return via our returns portal. You will need your email address and order number.
You have 14 days from the day your item was delivered to submit and post any item you wish to return (‘Returns Period’). Items received outside of the Returns Period will not be accepted. Please contact the customer service team at email@example.com if you are having any difficulty submitting a return and we will be happy to assist.
All returned items must be in their original condition. Items not in their original condition will not be accepted, unless the item is deemed faulty. Due to the delicate nature of our products, we strongly recommend you follow our care instructions to avoid any unnecessary damage to your item. Any damage to your item caused by a failure to follow these instructions will not deem your item as faulty.
We will always take into consideration your view when it comes to an item’s condition. However, it is at our team’s absolute discretion to make a final determination regarding the item’s condition, and we reserve the right to deny any return request based on this determination.
Swimwear must be unworn, in its original packaging, with swing tags and hygiene stickers attached. Please only try on swimwear over your underwear and take care to ensure that the hygiene label stays in place. Under no circumstances will swimwear returns be accepted if our team considers the hygiene label has been removed, tampered with, lifted or reapplied. This policy is strictly enforced to ensure the health and safety of our customers.
Eyewear must be in the original case and giftbox, with all stickers and/or swing tags in place. Under no circumstances will any eyewear purchased more than 12 months ago be replaced.
FULL PRICE ITEMS
Full price items are eligible for a refund or bonus store credit if they are returned within the Returns Period and are in their original condition. If eligible, the amount will be refunded to the original payment method. If the item was paid for using a gift card you will be refunded to the same gift card number, which can then be reused.
DISCOUNTED AND SALE ITEMS
Reduced items are not eligible for a refund. This includes items purchased with a discount code (excluding our 10% welcome discount), during store-wide and/or peak sale periods such as Boxing Day or Black Friday. The only circumstance in which a discounted item will be eligible for a refund is if the item is deemed faulty. This policy is in line with our obligations under the Competition and Consumer Act 2010 (Cth) and is strictly enforced. Being unaware of this policy will not entitle you to a refund.
Reduced items are eligible for a bonus store credit (purchase price plus 10%) if they are returned within the Returns Period and are in their original condition.
Final sale items cannot be returned unless they are deemed faulty. This is strictly enforced.
If you receive a store credit, this will be emailed to you as a gift card. Your gift card is valid for 3 years and can be used to purchase any item on the Ochre Lane website. Please contact the team at firstname.lastname@example.org if you would like your credit note transferred to a gift card and emailed to someone else.
DISCOUNT AND SALE PRICE ADJUSTMENT
Under no circumstances do we price adjust purchases that have already been processed. This includes in circumstances where an item is purchased at full price prior to a sale, a discount code is not applied at checkout, or when an item that was purchased on sale is returned for a credit note to a value that is less than the original item’s full price.
RETURN POSTAGE, DUTIES AND TAXES
We do not cover the cost of return postage unless your item is deemed faulty. We do not cover any duties or taxes applied to any international orders. Depending on the value of your order, your local customs office may require you to pay an additional fee to release your item. Please refer to your local policy regarding import duties and taxes prior to purchase.
We do not offer exchanges. If you would like to exchange an item for a different colour or size, we recommend submitting a return and re-purchasing the new item.
FREE GIFTS WITH PURCHASE
If you receive a free item or gift with your purchase and return the original item, the free gift must be returned with the original item in its original condition to be eligible for a return.
RETURN PROCESSING TIME
Please allow up to 7 business days for your return to be processed once it is received. We strongly suggest using a trackable shipping service or purchasing shipping insurance. Under no circumstances are we able to process a return for any item lost or damaged during transit.
Please allow up to 5 business days for any refund to reappear in your account.